ServiceNow Mastery through Self Assessment and Practical Application
Course Overview Embark on a comprehensive journey to master ServiceNow through a self-assessment and practical application approach. This extensive course is designed to equip participants with the knowledge, skills, and expertise required to excel in ServiceNow implementations, configurations, and management. Upon completion, participants will receive a certificate issued by The Art of Service, validating their mastery and commitment to ServiceNow excellence.
Course Curriculum Module 1: Introduction to ServiceNow
- Understanding the ServiceNow Platform
- History and Evolution of ServiceNow
- Key Features and Benefits
- ServiceNow Editions and Licensing
- Setting Up Your First ServiceNow Instance
Module 2: ServiceNow Navigation and User Interface
- Navigating the ServiceNow UI
- Understanding Modules and Applications
- Using Filters and Queries
- Customizing Your Homepage and Favorites
- Accessibility Features in ServiceNow
Module 3: Incident Management
- Introduction to Incident Management
- Creating and Managing Incidents
- Incident States and Life Cycle
- Incident Assignment and Escalation
- Best Practices for Incident Resolution
Module 4: Problem Management
- Understanding Problem Management
- Identifying and Creating Problems
- Problem Investigation and Diagnosis
- Problem Resolution and Closure
- Problem Management Best Practices
Module 5: Change Management
- Introduction to Change Management
- Types of Changes in ServiceNow
- Creating and Managing Change Requests
- Change Management Process and Approval
- Change Management Best Practices
Module 6: Service Request Management
- Understanding Service Request Management
- Creating Service Catalogs and Items
- Managing Service Requests
- Fulfillment and Delivery of Service Requests
- Service Request Management Best Practices
Module 7: ServiceNow Configuration and Customization
- Introduction to ServiceNow Configuration
- Creating and Managing Application Menus and Modules
- Configuring Forms and Lists
- UI Policies and Client Scripts
- Data Import and Export
Module 8: Advanced ServiceNow Topics
- ServiceNow Performance Optimization
- Advanced Scripting in ServiceNow
- Integration with Other Systems
- Security and Access Control
- Reporting and Analytics
Module 9: Practical Application and Project Work
- Applying Knowledge through Practical Projects
- Designing and Implementing a ServiceNow Solution
- Troubleshooting Common Issues
- Best Practices for Documentation and Knowledge Management
- Peer Review and Feedback
Module 10: Final Assessment and Certification
- Comprehensive Final Assessment
- Receiving Your Certificate upon Completion
- Understanding the Certification Process
- Maintaining Your Certification
- Continuing Education and Professional Development
Course Features - Interactive and Engaging Content: Bite-sized lessons and hands-on projects ensure an engaging learning experience.
- Comprehensive and Up-to-Date: Covers the latest features and best practices in ServiceNow.
- Personalized Learning: Flexible pacing allows you to learn according to your schedule.
- Practical and Real-World Applications: Emphasis on applying knowledge through real-world projects.
- Expert Instructors: Learn from experienced professionals with deep ServiceNow expertise.
- Certification: Receive a certificate upon completion, issued by The Art of Service.
- Lifetime Access: Access course materials for a lifetime, allowing for continuous learning and reference.
- Gamification and Progress Tracking: Engage with the course through gamification elements and track your progress.
- Community-Driven: Join a community of learners for support, discussion, and networking.
- Mobile-Accessible: Learn on-the-go with mobile-accessible course materials.
- User-Friendly Interface: Navigate the course with ease through an intuitive and user-friendly interface.
What to Expect Upon Completion Upon completing the ServiceNow Mastery through Self Assessment and Practical Application course, you will have gained comprehensive knowledge and practical skills in ServiceNow. You will be able to effectively manage and implement ServiceNow solutions, configure and customize the platform, and apply best practices in incident, problem, change, and service request management. Most importantly, you will receive a certificate issued by The Art of Service, validating your expertise and commitment to ServiceNow excellence.,
Module 1: Introduction to ServiceNow
- Understanding the ServiceNow Platform
- History and Evolution of ServiceNow
- Key Features and Benefits
- ServiceNow Editions and Licensing
- Setting Up Your First ServiceNow Instance
Module 2: ServiceNow Navigation and User Interface
- Navigating the ServiceNow UI
- Understanding Modules and Applications
- Using Filters and Queries
- Customizing Your Homepage and Favorites
- Accessibility Features in ServiceNow
Module 3: Incident Management
- Introduction to Incident Management
- Creating and Managing Incidents
- Incident States and Life Cycle
- Incident Assignment and Escalation
- Best Practices for Incident Resolution
Module 4: Problem Management
- Understanding Problem Management
- Identifying and Creating Problems
- Problem Investigation and Diagnosis
- Problem Resolution and Closure
- Problem Management Best Practices
Module 5: Change Management
- Introduction to Change Management
- Types of Changes in ServiceNow
- Creating and Managing Change Requests
- Change Management Process and Approval
- Change Management Best Practices
Module 6: Service Request Management
- Understanding Service Request Management
- Creating Service Catalogs and Items
- Managing Service Requests
- Fulfillment and Delivery of Service Requests
- Service Request Management Best Practices
Module 7: ServiceNow Configuration and Customization
- Introduction to ServiceNow Configuration
- Creating and Managing Application Menus and Modules
- Configuring Forms and Lists
- UI Policies and Client Scripts
- Data Import and Export
Module 8: Advanced ServiceNow Topics
- ServiceNow Performance Optimization
- Advanced Scripting in ServiceNow
- Integration with Other Systems
- Security and Access Control
- Reporting and Analytics
Module 9: Practical Application and Project Work
- Applying Knowledge through Practical Projects
- Designing and Implementing a ServiceNow Solution
- Troubleshooting Common Issues
- Best Practices for Documentation and Knowledge Management
- Peer Review and Feedback
Module 10: Final Assessment and Certification
- Comprehensive Final Assessment
- Receiving Your Certificate upon Completion
- Understanding the Certification Process
- Maintaining Your Certification
- Continuing Education and Professional Development